SDS Product Support Specialist
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Job Description
Product Support Specialist for Oncology Software at Siemens Healthineers delivering expert support and managing complex incidents in healthcare IT environment.
Responsibilities:
- Providing expert level Incident & Escalation Management support to field personnel remotely and onsite (as needed)
- Efficiently orchestrating Major Incident Management situations
- Participating in Release Management processes to become familiar with products/updates prior to release
- Collaborating with cross-functional teams to recognize, analyze, and troubleshoot Field Service Trends
- Continuously develop the depth (specialist) as well as the breadth (generalist) of technical superiority
- Support Knowledge Management program with a commitment to “never solving the same problem twice”
- Conducting formal and ad hoc training sessions for field personnel
- Contributing to global TiX (Technical Information Exchange) forums to proliferate information to Field.
- Participating in the emergency phone support and weekend standby rotation
- Authoring Knowledge Base Articles, Technical Bulletins, Training presentations, etc. as required.
Requirements:
- Formal training/education in Information Technology (IT) or related fields. Bachelor’s degree preferred
- Extensive experience troubleshooting complex client/server software and networks.
- Experience supporting Varian Oncology Software (ARIA, Eclipse, Ethos) in a Hospital/Healthcare IT environment strongly desired
- Experience supporting physical and virtual IT Infrastructure (Hyper-converged Infrastructure, Citrix, ESXi, VMware, Parallels, etc.) Extensive experience troubleshooting and administering Microsoft Windows Server, Linux & MS SQL Server (inc. TSQL)
- IT Certifications strongly desired (Citrix, VMware, Microsoft, CCNP, Azure, Kubernetes, etc.)
- Emotional & Social Intelligence with the ability to interact effectively with co-workers across all levels of the company
- Applies a strong culture of continuous learning and personal development.
- Excellent verbal, written, and interpersonal communication skills
- Familiarity with ITSM (IT Service Management) tools (ex. Service Now, Salesforce) and methodologies (ex. ITIL)
- Familiarity with Quality Frameworks (ex. Lean Six Sigma)
Benefits:
- medical insurance
- dental insurance
- vision insurance
- 401(k) retirement plan
- life insurance
- long-term and short-term disability insurance
- paid parking/public transportation
- paid time off
- paid sick and safe time
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